Garry & Warren Smith (GWS) sells new or used cars and delivers ancillary service to the retail automobile industry such as insurance and finance solutions. It also prides itself upon maintaining customer vehicles through their service departments. This family business is the oldest and largest multi franchised automobile dealer in Victoria.
Situation
Update existing phone system & provide additional phone features to enable their staff to support multiple brands of motor vehicles for sales, service and parts.
The Solution
Auswide Communications implemented an Avaya IP office 500 seamlessly into the business providing IP telephony, unified communications capability across all sites, call recording functionality and a conferencing solution to help manage business more effectively. For instance, the Unified Communications Interface shows an employee’s status on the computer allowing the call handler to identify if someone is available or not.
The system is equipped with a hybrid platform enabling GWS to utilise analogue, digital and IP handsets to provide flexibility independent of their cabling and network systems that exist within their buildings. Each user has the same functionality irrespective of their phone type.
We also designed and installed an Audio Visual solution for their new showroom and Board room at their Oakleigh site, including high speed HD transmission devices and a server to house their library of content.
Study shows that up to 70% callers are put on hold for at least 43 seconds so Auswide installed a message on hold solution into the system to help provide customer comfort that their call was in progress.
The Avaya 9508 telephone was utilised in the service departments to increase the visual capability for one touch features that enable staff to react quickly to customer requests. Features like call redirection, voicemail and presence were also configured to enhance customer service charter.
Outcome
This project provided GWS with an opportunity to unify their IP communications capability and features across all sites. As a result, GWS saved time and resources on their communication system, and connected more efficiently with staff and customers.